Senior Enterprise Account Executive
Cloudflare
Tableau
Senior Manager, Customer Insights and Readiness – Support
Vimeo
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $118,000 - $162,250 per year
Job Level
Senior
Tech Stack
Tableau
About the role
- Manage and mentor a team of Support Product Leads, serving as liaison between Customer Support, Product, and Engineering
- Develop and implement systems for gathering, analyzing, and reporting product-specific customer feedback, pain points, and feature requests
- Transform insights into narratives and collaborate with Product Management to drive product improvements
- Build interactive reports and dashboards synthesizing customer insights from multiple sources
- Introduce and lead a framework for operational excellence, project management, and task tracking
- Collaborate with Product, Engineering, Marketing to enhance internal readiness and product knowledge access for Support teams
- Identify and remove blockers to keep projects on track and deliver tangible results
- Define and track key metrics showing impact on customer satisfaction and support efficiency
- Maintain and enhance knowledge management systems to centralize product information for Support teams
Requirements
- 3+ years of experience in a customer support leadership role (of 4+ members), with a demonstrated track record of hands-on data analysis, insights generation, and cross-functional collaboration
- Deep, proven experience with operational rigor: evaluate, plan, and enhance work methodologies and project tracking frameworks
- Expert-level understanding of customer support operations and processes, including direct experience with tools like Zendesk
- Excellent storytelling and presentation skills, with ability to communicate complex concepts to executive-level stakeholders
- Proficiency in data manipulation and visualization tools such as Tableau and Zendesk Explore
- Experience with Voice of Customer (VOC) methodologies
- A hands-on, proactive, and "can-do" mentality
